Mar
21

“You always start with the fantasy.”

These are the words of Edwin Land, inventor of the polarizing filter and the Polaroid Land Camera. They’re from a good article over at Fast Company – Polaroid and Apple: Innovation Through Mental Invention. The article is excerpted from a new book written by Erik Calonius called Ten Steps Ahead: What Separates Successful Business Visionaries From the Rest of Us.

When “visualizing” the elements of the instant camera (in the time span of about one hour), Land stated that “you always start with a fantasy. Part of the fantasy technique is to visualize something as perfect. Then with experiments you work back from the fantasy to reality, hacking away at the components.”

40 years later, Lands agreed to meet with Steve Jobs (who idolized Land), with John Sculley sitting off to the side. When describing the Polaroid camera, Land said “I could see what it should be.” It was just as real to me as if it were sitting in front of me before I had ever built one.” Jobs responded “yeah, that’s exactly the way I saw the Macintosh.”

Later, when driving home, Jobs told Sculley, “It’s like when I walk into a room and I want to talk about a product that hasn’t been invented yet. I can see it as if it’s sitting there right in the center of the table. It’s like what I’ve got to do is materialize it and bring it to life–harvest it just like Dr. Land said.”

Sculley drove on, stunned. “Both of them had this ability to–well, not invent products, but discover products,” he wrote later. “Both of them said these products have always existed, it’s just that no one had ever seen them before. We were the ones who discovered them.”

I like the idea of starting with the future perfect picture of something, then working backwards and deconstructing it to make it a reality. Now I’m trying to think of health-focused products and services that might have been brought to life this way. Any ideas?

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Mar
16

Why state-of-the-heart technology, not state-of-the-art technology, is what really moves people.

Great video interview on Big Think, from Peter Gruber, Chairman and CEO, Mandalay Entertainment Group.

His premise, so wonderfully put and so true, is that what really moves people is not state-of-the-art technology, but state-of-the-heart technology. Ask yourself, he states, an important question: the benefit of this technology, how does it make us connect better? I don’t mean connect technically better, that’s important but how does it make us connect better. How does it get more and deeper heartfelt connection between people?

“Unless it moves something, unless it renders a benefit, unless it makes the distances closer, unless it makes it more resonant, more memorable, unless it offers a deeper meaning into your heart, into your soul, a deeper purposefulness, it’ll be vestigial, it’ll be gone.”

I think Peter’s words capture perfectly the true value of social media. The ability to listen, genuinely connect, and engage in real and respectful ways, as we’ve always valued and wanted.

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Mar
11

What makes Apple revolutionary?

This is the question Guy Kawasaki, Managing Director, Garage Technology Ventures, answers in this one minute video The Secret To Apple’s Success.

The key lesson, he points out, is that you can’t necessarily just listen to what people want because they define what they need in terms they already know – bigger, faster, cheaper.

The revolutionary, game-changing company creates a product or service before people can really define the need for that product or service. They anticipate where the market will go as opposed to simply reacting quickly to where the market is already going.

Five healthcare-focused organizations that meet this criteria come quickly to mind:

PatientsLikeMe: which features real-world data on symptoms and treatments for their different online patient support groups.

Sermo: a free service that physicians anonymously use to discuss treatments and other medical issues.

• GE’s Healthymagination program: which is investing $6 billion in multiple projects including mobile scanners, digital information and other innovations in healthcare.

• Mount Sinai Adolescent Health Center: whose Text In The City program encourages a closer relationship with its clinic population (primarily teens) through texting.

• Blausen Human Atlas: whose iphone app contains 150 interactive 3D animations, 1200 images and over 1500 medical terms, designed to improve communication between physicians and patients by providing a visual method for understanding complicated diagnoses and procedures.

What others can you contribute to this list?

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Mar
07

Never doubt the power of a great healthcare brand experience to create marketing evangelists.

I have a close friend who unexpectedly needed surgery. The doctor who performed the surgery didn’t take the time to explain things, seemed relatively disinterested and definitely did not place himself in the shoes of his customer.

A friend of hers recommended another doctor at another healthcare system, as our friend was scared to go back to the initial doctor. Her experience was like night and day. This doctor was warm, caring, took a tremendous amount of personal and professional time to explain the situation and what she could expect post another surgery. Which she performed.

Our friend will now fully recover. And the doctor, and the health system she’s affiliated with, now have a “shout from the rooftops” marketing evangelist. Our friend has already (one week after surgery):
• sang the praises of this doctor and her hospital via email
• shared the same via Twitter and Facebook
• has volunteered to do a patient story through whatever media the hospital would like (and it is a great comparative story!).

And no doubt, passionate recommendations to friends, family and colleagues are only a request away.

We know that customer-driven referrals have taken on more importance as motivators to purchase. And you can put this person at the top of the A-recommenders list. She’s voluntarily singing the praises of this organization, acting as a key influencer on future customers and “at dramatically less cost” than advertising – helping contribute to this organization’s revenue growth.

I happen to know for a fact that senior executives at this health system spend a good amount of time mobilizing their organization to deliver brand experiences consistent with their brand promise. And the payoff, as you can see by way of this example, is tremendous.

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Mar
01

Good example of a health brand creating new value for its patients.

Understanding that it’s not always possible for patients to leave home or work, Seattle-based medical services provider Carena has expanded its offerings to include virtual visits via webcam or phone.

The introduction of the service follows that of its 24/7 in-person house calls – offered as a convenience for those whose primary care physician wasn’t currently available. But 35,000 house calls later, the company created this new system that supports virtual house calls as well.

Patients have the option of a medical evaluation by phone, webcam or in person, depending on their specific requirements. Carena, meanwhile, can extend the geographic reach of its services while reducing costs for clients and patients.

If your health care organization doesn’t offer remote services, you might want to move that up the priorities ladder – as the two most obvious benefits of added convenience and immediacy are pretty compelling to patients.

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Feb
23

Here’s a great piece of work for health and wellness marketers – Future of Health report – from PSFK which you can view here on Slideshare, and purchase here on Amazon.

It details 15 trends, exemplified through a lot of interesting products and services, within four core themes (Communication, Global Networks, Feedback Loop and Tools) that will impact health and wellness around the world. Note that the report was prepared for unicef.

To quote PSFK, “it is our hope that this report will inspire your thinking and lead to services, applications and technologies that will allow for more available, quality healthcare.”

I find this a pretty inspirational and insightful body of work, and it might help you generate a number of new thoughts and new ideas. Hope you find it valuable as well.

Please share your thoughts.

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Feb
18


Here’s a strong example of a healthcare brand living in its consumer’s world and adding value to their lives on their terms.

The Mount Sinai Adolescent Health Center provides confidential comprehensive medical, mental health, family planning, and health education services to young people mainly from the South Bronx and East Harlem.

Text in the City is the text messaging service for these teens attending the Center (MSAHC) in New York. The six month pilot was launched in January 2010, and is hoped to be made more widely available in 2011. The service allows teens to ask confidential questions, sign up for birth control reminders, and offers weekly ‘healthbytes’ of useful and interesting health-based advice, via text.

The program’s founder (katherine.malbon@mountsinai.org) is eager to learn from others involved in similar projects and trials. So reach out if you can be of any assistance.

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Feb
14

Healthcare clinics and retailers combining their services to create added convenience for their customers has been happening for some time (e.g. Take Care Clinics in Walgreens).

Now, reversing this trend, Best Buy has entered into a test partnership with Memorial Hospital of South Bend, IN to (begin to) take their hospital gift shop into the technology age.

The store will carry a limited selection of Best Buy products (digital cameras, chargers, data cards, etc.) to help patients and guests stay connected during their treatment or visit, while the hospital will keep a percentage of the revenue. If test results are favorable, Best Buy may roll out the concept to other U.S. hospitals.

What do you think, are Best Buy and Memorial Hospital really creating new and greater value for families and patients? Interested to hear your point-of-view.

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Feb
10

Fact is, customers don’t care about your health organization’s story.

I recently listened to senior leaders of a health organization talk about “their brand story.”

But as I was listening, I noticed that “their story” (about their services, their quality, the statistics reinforcing their quality) actually had little to do with the “customer’s story.”

And the unfortunate truth is that customers don’t care about this organization’s story. Or any other company’s story.

What they do care about is how this organization’s brand story dovetails with theirs. Which means you need to give people the chance to locate themselves inside your story – by framing it and telling it from their point-of-view.

Remember this as you consider your marketing outreach. Your customers don’t buy products or services, they buy the story (their story) that’s attached to it.

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Feb
07


Here’s a tip for healthcare marketers based on a recent experience. It’s better to make prudent promises and then over deliver, rather than over promise and under-deliver.

A friend of mine recently had a less than stellar experience at a hospital (which will remain nameless). And it wasn’t limited to just one questionnable encounter. His experience, before and following his surgery, was less than stellar.

But here’s the punch line to this story. When you tell the world that your brand stands for “world-class service” (as this hospital does), you better deliver it. Because when you make a big promise like this and then repeatedly under-deliver, you run the risk of “this story” being passed around, free of charge, to hundreds or thousands of prospective or current patients.

The result is that all the time and money you’ve spent externally, and operationalizing this promise internally – goes right out the window. Don’t waste millions by only managing part of what your patients actually buy. At some point soon, given the changing nature of healthcare, you’ll need them more than they need you. So be sure that an extraordinary on-brand experience is baked into your healthcare delivery.

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